Impact on Your Business
majority of businesses will have underperformers. The impact on your business because of underperformers could be more far reached than you think and could affect areas such as;
• Financial – Their overall costs could override the profits they bring in.
• Reputation – Lack of skills, poor attitude, to put it simply, poor customer services would affect your relationships with not only direct customers but business partners/referrers resulting in reduction of customer retention.
• Consequential – Under-performance can often be coupled with bad attitude which could have a negative effect on other agents within your business, creating an unconstructive office culture.
How you deal with these will affect the morale within the whole business, not just the individuals in question. Having a good cohesiveness between your Team Managers, Human Resources and your Training Department is the key to dealing with underperformers.